Something not quite right with your order, or ordered by mistake? Here's what to do...

Please DO NOT return any products for a refund or exchange without first emailing marcus@marcusbutlershop.com - your problem may be solved without you needing to send anything back. Please include in your email as many details as possible as to exactly why you are returning your product(s). Within 24 hours one of my shop managers will then get back to you and advise what should be done next.

If you are asked to send product(s) back, please get a receipt for your postage costs. If your refund/exchange is approved and it's not your fault you've had to return the product(s), we will ensure your postage costs are refunded to you. If you've ordered the wrong size, I'm afraid I can't refund your postage costs - sorry.

Returns
This policy lasts up to 30 days. If 30 days have gone by since your purchase, unfortunately a refund or exchange cannot be offered. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, a receipt or proof of purchase is required.

There are certain situations where only partial refunds are granted:
   • Any item not in its original condition, is damaged or missing parts for reasons not due to error on part of the manufacturer, this shop or related fulfilment company.
   • Any item that is returned more than 30 days after delivery.

Refunds
If one of my shop managers advises you to return any product(s), please send them only to the address given to you by the shop manager. It's best to use a trackable shipping service - if your product doesn't arrive then I can't sort your refund.
Once we have received your product(s) we will email you to confirm their receipt and then inspect them.
Next you will be notified of the approval or rejection of your refund request. If you are approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within a few days.

Late or missing refunds
There is often some processing time before a refund is completed. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company and/or your bank. If you’ve done all this and still have not yet received your refund, please contact marcus@marcusbutlershop.com, with 'Where's My Refund?' in the subject line and one of my shop managers will get back to you asap.

Exchanges
Items will be replaced only if they are defective or damaged upon arrival with the order's recipient - as detailed on the information given at the time the order was placed.
If one of my shop managers advises you to return any product(s) to us, please send them only to the address given to you by the shop manager. It's best to use a trackable shipping service - if your product doesn't arrive then I can't sort your exchange.
Once we have received your products we will email you to confirm receipt and then inspect them.
Next you will be notified of the approval or rejection of your exchange request.
If it has been approved your item will be replaced with the same item (without defect or damage!) from the store.
Everything is done to ensure that all products ordered from this shop reach you in the best possible condition. If they are anything less than perfect I send you my sincerest apologies. This shop is here for you. I want you to be 100% happy with every element of it.

Shipping
To return product(s), please send them only to the return address given to you by one of my shop managers.
If you are asked to return product(s), please get a receipt for your postage costs. If your refund/exchange is approved, and it's not your fault you've had to return the product(s), I will ensure your postage costs are refunded - but I can't do this without your receipt.
If you are returning product(s) because you ordered them by mistake, or ordered the wrong size, then I'm afraid I will not be able to cover the cost of their return.
If you are returning an item, I strongly recommend you use a trackable shipping service or purchase shipping insurance - not all delivery services can guarantee your package will be delivered. If I don't receive your product(s) I can't process your refund / exchange.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.